Jeremy Gilbert Underwood
Washington
Summary
Proficient in maintaining and securing enterprise-level systems, overseeing user account management, executing backups, patching, and deploying updates across Windows and macOS environments.
Overview
10
10
years of professional experience
1
1
Certification
Work History
System Administrator
Cogent Infotech
08.2025 - Current
- Company Overview: US House of Representatives
- Delivered white-glove technical support to high-profile users and staff both onsite and remotely, ensuring seamless technology experiences.
- Managed endpoints using BigFix for patch management, software deployment, and security compliance.
- Diagnosed and resolved complex hardware, software, and network issues on desktops, laptops, mobile devices, and AV equipment.
- Leveraged Event Viewer to analyze logs and troubleshoot system performance issues.
- Enforced security policies via Group Policy Objects (GPO) to ensure password complexity, account lockouts, and software restrictions.
- Performed remote troubleshooting using Bomgar and RDP on a daily basis.
- Acted as queue manager for the executive support team, prioritizing and resolving tickets efficiently.
- Administered Active Directory and ARS for user/group account management and system configurations.
- Supported Microsoft 365, Windows 365, and Cisco AnyConnect VPN environments.
- Operated within ServiceNOW and Remedy to manage incidents and requests.
- Maintained operational stability of systems connected to the HOR network.
- Collected technical data to assist the cybersecurity team in mitigating phishing incidents.
- Configured, imaged, and deployed Windows and Mac desktops, laptops, iPhones, tablets, and other devices.
- Coordinated with internal teams to escalate and resolve issues promptly.
- Deployed applications and configured workstations using CMD and PowerShell scripting
Senior Systems Administrator for Secretary of Air Force
KaylaTek
10.2023 - 06.2024
- Company Overview: The Pentagon
- Delivered white-glove IT support to executives, both in-office and remotely, ensuring minimal downtime during critical operations.
- Diagnosed and resolved complex hardware, software, network, and AV issues for desktops, laptops, mobile devices, and video conferencing systems (Zoom, Microsoft Teams, Webex).
- Installed, configured, and maintained unclassified and classified workstations, ensuring secure access to the Pentagon network.
- Installed and supported KVM switch boxes for users requiring access to both classified and unclassified networks.
- Managed and deployed new devices, including phones, tablets, laptops, desktops, and Blackberry devices via Blackberry UEM.
- Conducted Cisco AnyConnect VPN troubleshooting and resolved remote connectivity issues.
- Utilized RDP, Bomgar, CMD, and Windows PowerShell ISE for remote troubleshooting, application deployment, and system configuration.
- Imaged and upgraded Windows and Mac laptops/desktops to new operating systems.
- Ensured strict confidentiality and discretion when handling sensitive executive and classified information.
- Managed executive IT asset inventory, ensuring timely patching, updates, and security compliance.
- Investigated and mitigated data leaks/spillages in coordination with security teams.
- Administered Active Directory to manage, maintain, and modify user/group accounts.
- Maintained documentation of procedures, resolutions, and support tasks in ServiceNow and Remedy, ensuring knowledge sharing and faster ticket resolution.
- Monitored IT support trends and collaborated with internal teams and vendors to escalate, prevent, and resolve recurring issues.
- Provided on-call and after-hours support for urgent executive requests, including travel-related technical needs
System Administrator / Desktop Support
Securigence
01.2022 - 09.2023
- Company Overview: DARPA
- Configured, maintained, and supported computer systems including installation, upgrades, software monitoring, data backup, and recovery operations
- Performed remote support and software updates using Bomgar and Microsoft Software Center
- Onboarded and out-processed DARPA personnel by provisioning laptops, desktops, and mobile devices
- Served as Lead AirWatch Analyst, ensuring agency-wide mobile device compliance and pushing critical updates
- Managed and supported DARPA-issued iPhones through AirWatch MDM; activated/deactivated cellular lines via partnered carriers
- MAC troubleshooting and imaging
- Provided hardware support including AV systems, printers, scanners, desktops, and laptops
- Assisted network team with physical port activations and ensured proper cable management for clean hardware installations
- Administered user accounts, groups, and workstations using Active Directory
- Deployed and installed software applications using Command Prompt and Microsoft tools
- Imaged and reimaged classified and unclassified systems to ensure compliance with the latest operating systems
- Investigated and responded to phishing attempts and suspicious inbound emails, escalating as necessary
- Acted as Queue Manager for the Desktop Support team using BMC Remedy, prioritizing and resolving service tickets
- Provided in-person, phone, and email-based support to DARPA personnel, ensuring high customer satisfaction
- Troubleshot issues with Microsoft Outlook, Teams, and general productivity software
- Ensured compliance with DARPA security protocols and properly configured CAC cards with required certifications
IT Service Center System Administrator
Enterprise Services & Management
08.2021 - 01.2022
- Company Overview: Department of State
- Provide support for mobile users troubleshooting software and connection issues
- Transfer user accounts in Active Directory
- Transfer classified and unclassified data
- Managed and modified user accounts and distribution lists through Active Directory
- Service 75,000 end users of U.S. State Department/ 50,000 domestic and 25,000 overseas with any technical or PC hardware issues
- Remotely accessing PCs using Remote desktop software to resolve software issues.
- Support end users with account modification, device and drive mapping, password resets and other areas using Active Directory
- Updated employee profiles in our Global Address List
- Daily usage of ServiceNow application to manage and respond to help desk tickets as the automated tool used in the organization
- Created and Assigned tickets to proper office within the department for resolution
- Worked closely with other branches of the department to resolve customer issues
- Microsoft Office proficient (Excel, Outlook, Word)
- Provide support for teleworking users using home desktops or mobile devices (iPhone or tablets)
EHR Helpdesk Support Service Desk Analyst
Planned Systems International
02.2021 - 07.2021
- Company Overview: Department of State
- Assisting with the initial creation of the Helpdesk including determining the service management tool
- Attended daily meetings with upper management and engineers to complete behind the scenes components of helpdesk creation
- ServiceNOW queue manager
- Assisted with all ticket escalations from Tier I and II technicians
- Managed daily ticket count and assigned them according to status
- Served as a team lead assisting technicians with tickets or issues that needed to be resolved
- Creates, modifies, and terminates TW user accounts and user groups as necessary, including modifications of appropriate security settings
- Provided weekly reports on EHR HelpDesk SLA’s using MS Excel
844 Desktop Support System administrator
MMTSI
08.2020 - 02.2021
- Company Overview: The Pentagon
- Provide installation and support services for computer hardware, standard and local software applications, communications, e-mail accounts, desktop and laptop systems, multi-function devices, and computer support to both local and remote users.
- Installation services include managing the setup, installation, moves, adds, and changes for IT hardware and software. Assist users with hardware, software, and operational support requirements using industry standard practices
- Troubleshoot IT related hardware, e.g., computers, laptops, printers, scanners, speakers, PDA's, cell phones, monitors, desktop cameras, and other peripheral devices, software, etc., to determine the best method of repair.
- Responsible for meeting SLA by responding and resolving tickets through the BMC Remedy application
- Daily use of Command Prompt and PowerShell to correct workstation issues
- Backup data and image workstations and laptops
- Run wipe disk procedure for data spillages on workstations and laptops
- Map users to network drives and printers
- Reconnect workstations to domain
Video Program Office System administrator
CACI
08.2016 - 08.2020
- Company Overview: US Department of State
- Provides customer service to all DoS employees, domestic and overseas, via telephone and email by creating, modifying and troubleshooting video teleconferences request
- Troubleshoot all hardware and connection issues
- Provided installation support for all incoming Cisco Telepresence Units
- Remotely troubleshoot all DoS Cisco teleconferencing units and bridge issues
- Plan, setup, establish and monitor 4-5 high level VTC sessions to include all sites across the enterprise
- Remotely registers DoS Employee Teleconferencing units
- Provide site survey, procurement recommendations, installation and upgrade services for VTC rooms, as required
- Monitor, manage and maintain the Polycom Multipoint Connection Unit
- Provide comprehensive desktop and help desk support for the VTC program
- Provide site survey, procurement recommendations, installation and upgrade services for VTC rooms, as required
- Provide engineering design and integration services for technology upgrades
- Troubleshoot and restore to service VTC systems and peripheral equipment
- Maintain a VTC scheduling and directory services system
- Provide documentation including engineering drawings, user manuals, training materials and control system programming
- Provide training on new equipment as required.
- Provide AV support for on-site and off-site meetings and conferences
- Provide site survey, procurement recommendations, installation and upgrade services for VTC rooms, as required
- Provide weekly reports on end unit activity such as # of video teleconferences and # of units that were registered to the network
- Assist customers with warranty support on damaged units by working closely with the manufacturer to provide replacement equipment to the customer
- Met SLA expectations for BMC Remedy tickets
IT Service Center Service Desk Analyst
DMI
11.2015 - 08.2016
- Company Overview: US Department of State
- Service 75,000 end users of U.S. State Department/ 50,000 domestic and 25,000 overseas with any technical or PC hardware issues
- Remotely accessing PCs using Remote desktop software to resolve software issues.
- Support end users with account modification, device and drive mapping, password resets and other areas using Active Directory
- Updated employee profiles in our Global Address List
- Daily usage of Remedy 7.1 application suite to manage and respond to help desk tickets as the automated tool used in the organization
- Assigned tickets to proper office within the department for resolution
- Worked closely with other branches of the department to resolve customer issues
Education
MA - Cyber Security
University of Maryland Global College
Adelphi, MD05.2026
BS - Business Management: Management Information Systems
North Carolina A&T State University
Greensboro, NC08.2014
Skills
- Clearance level: Secret
- CompTIA Security CE certification
- CompTIA Advanced Security Practitioner certification
- Customer service and support
- Technical support for executives
- Attention to detail in troubleshooting
- Effective oral and written communication
- Independent and self-motivated professional
- Windows and Mac OS management
- Asset management and deployment
- Active Directory management
- AV/VTC support for Cisco and Crestron
- Remote conferencing platform support
- Imaging and OS deployment via SCCM
- Leadership in project implementation
- Mobile device management support
- Remote M365 and VPN support
- Network analysis and troubleshooting skills
- Cyber incident assessment and response
Certification
- CompTIA Security + CE
- CompTIA Advanced Security Practitioner
SUPPLEMENTAL INFORMATION
- Upon reviewing my resume, you will note that I am proficient in various software in which I majored in Management Information Systems. Added strengths include exceptional time management, quality control, organization, communication, decision-making, and self-management skills.
- My professionalism illustrates a high level of education, competence, dedication to excellence and an ability to seek new challenges and adapt to new environments. In addition, I always possess an extremely professional appearance and demeanor. I believe these qualifications along with my positive work ethics make me a viable candidate for any student- career position.
- I welcome an opportunity to further discuss my qualifications with you personally. Please contact me at your convenience at 202-569-2755 to set up an interview. Thank you for your consideration and I look forward to hearing from you.
Timeline
System Administrator
Cogent Infotech
08.2025 - Current
Senior Systems Administrator for Secretary of Air Force
KaylaTek
10.2023 - 06.2024
System Administrator / Desktop Support
Securigence
01.2022 - 09.2023
IT Service Center System Administrator
Enterprise Services & Management
08.2021 - 01.2022
EHR Helpdesk Support Service Desk Analyst
Planned Systems International
02.2021 - 07.2021
844 Desktop Support System administrator
MMTSI
08.2020 - 02.2021
Video Program Office System administrator
CACI
08.2016 - 08.2020
IT Service Center Service Desk Analyst
DMI
11.2015 - 08.2016
MA - Cyber Security
University of Maryland Global College
BS - Business Management: Management Information Systems
North Carolina A&T State University
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